Sr. Help Desk Technician Tier 1/2

Powertek Corporation

 

· Washington Technology: Ranked #25 in the magazine’s “Fast 50� List.

 

· Entrepreneur Magazine: Ranked as one of the 50 Fastest-Growing Women-Owned/Led Business in North America.

 

· MBDA: Named the 2008 NATIONAL Minority Technology Firm of the Year.

 

 

Powertek Corporation (EOE) is a leading government contractor, women owned, that has earned the trust and loyalty of our customers by demonstrating an in-depth understanding of their dynamic business and technical environment and responding to their needs with innovation and excellence. Powertek’s core capabilities are focused in the areas of software development, service desks, infrastructure support, and program management. You may visit our website at www.powertekcorporation.com for more information.

 

  Sr. Help Desk Technician Tier 1/2

 

Powertek is in search of a Senior Help Desk Technician Tier 1/2 to support on of our clients in Washington, DC. This position reports to the Service Desk Team Lead.

 

Experience / Skills Required:


1. A minimum of one 3-5 years as a help desk technician with 3 years Customer Service experience is required. Tier 1 Telephone experience is a plus.


2. The technician must be able to work independently and in a team to organize, prioritize and resolve multiple open incidents and projects. They must have a service-oriented attitude with excellent communication skills in order to communicate technical concepts to non-technical people. In addition, the individual must demonstrate proven analytical skills and be detailed oriented. Excellent writing skills and must be exceptionally self-motivated.

 

3. Experience/Proficiency with the following:
Windows XP / Vista Operating Systems
PC Hardware (Dell desktop/laptop experience is a plus)

Microsoft Office 2003/2007 (ex: Word, Excel, Outlook, Access, Power Point)
Various PC accessories (ex: HP Printers, Scanners, CD Burners)

Experience with Blackberry configuration, deployment and troubleshooting
Remedy experience

Pointsec and PME experience a plus

Lotus Notes experience is a plus

Understanding of basic SLA metrics (FCR, ASA, ATT, Aband. Rate)

 

Certifications Desired: ITIL Foundation, HDI, A+, MCP. College degree a plus!